presentation to media
DESCRIPTION
Presentation to Media. 19 September 2003. Agenda. What is our new vision? How will we turn it into reality? What is going to be different?. The Vision. “To excel in customer service”. What customers tell us. Know me Give me what I want Do it reliably. What defines service?. - PowerPoint PPT PresentationTRANSCRIPT
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Presentation to Media19 September 2003
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Agenda
What is our new vision?
How will we turn it into reality?
What is going to be different?
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The Vision
“To excel in customer service”
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What customers tell us
Know me
Give me what I want
Do it reliably
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What defines service?
‘To excel in customer service’
Engaged people Simple processes
Customer service
Via
Supported byThrough
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How? Customer service
We have the right product mix
Responsive
Convenient
Reliable
We need to deliver
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Yout
h
Day
to D
ay
Wea
lth B
uild
ers
Mor
tgag
e W
ealth
Home Loans
Credit Cards
Deposits
Personal Lending
RBS
Priv
ate
Clie
nt S
ervi
ce
Prem
ium
Ban
king
And
Inve
stm
ent S
ervi
ces
Prem
ium
Dire
ct
Premium Banking Products/Equities
PFS
Inde
pend
ent
Dire
ct
Inst
itutio
nal/W
hole
sale
CB
A In
tern
al D
istr
ibut
ion
Managed Investments
Property Mgd Funds
Life InsuranceGeneral Insurance
IIS
Inst
itutio
nal B
anki
ng
Cor
pora
te B
anki
ng
Bus
ines
s B
anki
ng
Merchant AcquiringAsset FinanceCorporate and Business Lending
Global MarketsInstitutional Banking Products
Transaction Services
IBS
Ban
king
Man
aged
Fun
ds
Insu
ranc
e
ASBSovereign
Yout
h
Day
to D
ay
Wea
lth B
uild
ers
Mor
tgag
e W
ealth
Home Loans
Credit Cards
Deposits
Personal Lending
RBSPr
ivat
e C
lient
Ser
vice
Prem
ium
Ban
king
And
Inve
stm
ent S
ervi
ces
Prem
ium
Dire
ct
Premium Banking Products/Equities
PFS
Inde
pend
ent
Dire
ct
Inst
itutio
nal/W
hole
sale
CB
A In
tern
al D
istr
ibut
ion
Managed Investments
Property Mgd Funds
Life InsuranceGeneral Insurance
IIS
Inst
itutio
nal B
anki
ng
Cor
pora
te B
anki
ng
Bus
ines
s B
anki
ng
Merchant AcquiringAsset FinanceCorporate and Business Lending
Global MarketsInstitutional Banking Products
Transaction Services
IBS
Ban
king
Man
aged
Fun
ds
Insu
ranc
e
ASBSovereignHong Kong
IFS
Customer Service
Commonwealth Bank Business Units
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Empower
Motivate
Skill
How? Engaged People
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Engaged People
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How? Simpler Processes
Fast
Accurate
Efficient
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Simpler Processes
To a further 30% reduction
From
From
Branch Queue Times>4 minutes
3 minutes
Changes to Home Loans – Customer Requests (eg repayment amounts)
10 days
10 days
From
2 minutes
To 3 days
30% reduction in last 6 months
To
Business Loan Fulfillment
5 days
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The Difference
Our Customers
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Customers
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Customers
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Our People
The Difference
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Our People
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Our People
Maintain frontline capabilities
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The Difference
Shareholders
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Shareholders
Over the next three years we will:
• Redirect the normal project spend of $600m
• Spend an additional $620m
• Invest a further $260m in our branch network
Over the next three years this will result in:
• Cash EPS growth exceeding 10% CAGR
• 4-6% CAGR productivity improvements
• Profitable market share growth across major product lines
• Increases in dividends per share each year
Subject to current market conditions continuing
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Community
The Bank for all Australians
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Presentation to Media